The pressure on support teams is high: tickets need to be processed quickly and correctly, categorized consistently and assigned efficiently. But manual sorting and assigning can be time-consuming and error-prone - especially when ticket volumes are high. This is where intelligent automation with Rovo AI in Jira comes into play: automatically categorizing and assigning tickets not only saves time, but also increases your team's accuracy and speed of response.
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What is Rovo AI from Atlassian?
Rovo AI is Atlassian's AI-supported assistant, which is designed to make everyday work easier through intelligent automation. Rovo takes over numerous routine tasks and optimizes processes in Atlassian tools such as Jira and Confluence. From automatically categorizing and prioritizing support tickets to creating and managing documentation, Rovo analyzes content, creates summaries, recommends next steps and assists with task management.
Rovo AI is particularly useful for IT and service teams as it processes requests in real time and ensures that the right information gets to the right people quickly. At the same time, Rovo improves collaboration and consistency in projects by completing common tasks independently and taking the pressure off teams. With Rovo AI, companies can increase productivity, improve response times and focus on more strategic tasks.
Overload and inefficiency in support teams
Support teams are often confronted with a flood of tickets that need to be processed promptly. Manual categorization and assignment often leads to:
- Overloading the team: Through repetitive tasks such as sorting tickets.
- Lack of consistency and accuracy: Different people interpret ticket content differently, which leads to unclear categories and delays.
- Slow response times: The manual routing of tickets costs valuable time.
- Inefficient use of resources: Specialists spend time on tasks that could also be automated.
The solution? Rovo AI and Jira, which takes care of the automatic categorization and assignment of tickets.
Automatic categorization and assignment in Jira with Rovo AI
Rovo AI can be used to set up automation that analyzes tickets based on their description and topic and assigns them to a category - such as ITSM or HR. The ticket is then automatically forwarded to the relevant person or department. Here is a step-by-step guide on how to set up the automation:
1st automation rule: Ticket creation as trigger
The automation starts as soon as a new ticket is Jira/Jira Service Management is created. The rule "When: Issue created" rule is set as a trigger to ensure that Rovo can intervene immediately as soon as a new ticket is received.
2. categorization by Rovo AI
Rovo AI analyzes the ticket description and checks whether the ticket belongs to the ITSM (IT Service Management) or HR category. This is done by a query to the Rovo agent integrated into the automation.
3. customize the ticket fields
Based on the Rovo analysis, the "Description" field of the ticket is supplemented with the categorization recognition so that all relevant information is summarized in the ticket.
4. conditional forwarding to the appropriate department
If the ticket belongs to the "ITSM" category, it is automatically assigned to an ITSM specialist. However, if it is an HR ticket, a corresponding message is added and the ticket is forwarded to the HR team. This logic ensures that the ticket always goes to the right person or department.
5. automatic e-mail notification
As soon as the ticket has been assigned to a category and forwarded, the ticket creator automatically receives a confirmation email. This notification informs about the receipt and further processing of the ticket.
6. adjust ticket status
Finally, the status of the ticket is set to "In Progress", which informs the team about the current processing status and makes progress transparent.
Automatic categorization and assignment of tickets in Jira - The advantages
This automation brings significant benefits to your support team:
- Reduced overloading of the team: Routine tasks are automated so that the team can concentrate on more important tasks.
- Consistency and accuracy: Automatic categorization eliminates interpretation errors and ensures uniform assignment.
- Faster response times: Tickets are immediately categorized and forwarded, which shortens the processing time.
- More efficient use of resources: Specialists can concentrate on more complex tasks, while Rovo AI takes over the routine work.
With Rovo AI and Jira, you can bring a new level of efficiency to your support team. Automatically categorizing and assigning tickets saves time, reduces errors and increases the satisfaction of your team and ticket creators. This solution is not only fast and effective, but also easy to implement. Try it out and relieve your team of routine tasks so you can focus on the really important challenges!
